Dynamics CRM, onboarding to employees to a complex product

Context

Speexx uses Dynamics 365 as a customer relationship management software (CRM). The software had a major update in 2019, deprecating its old version and moving to a new user experience. To make the transition as smoothly as possible for the employees at Speexx, we wanted to create an onboarding tool that could also be used for onboarding new colleagues.

Work

We ran user interviews and observations with Speexx employees from different departments that were heavy users of the tool. We wanted to learn how users would intuitively use it if they had to migrate without onboarding. With that, we were able to identify pain points and learned how people preferred to be onboarded.

Results

In the CRM application, everyone can (re)open the onboarding content. After the introduction of the tool, there was a significant decrease in support requests. Another notable achievement was the positive feedback from the employees who felt part of the whole process (Designing with the people).